Call Chase's dispute line at 1-800-935-9935 to report an unauthorized or incorrect charge

Chase handles credit card disputes through their dedicated customer service line. When you call 1-800-935-9935, you'll reach a representative who can start a dispute case on the spot. Have your card number, the transaction date, and the merchant name ready before you call. The representative will ask you to describe what went wrong — whether the charge is unauthorized, the merchant charged you twice, or the amount is incorrect.

You can also dispute a charge through your Chase online account or mobile app, but calling lets you explain the situation directly and get confirmation of your case number when ready. Chase typically investigates disputes within 10 business days and sends you written results by mail.

Key Takeaways

  • Call 1-800-935-9935 to report a disputed charge; have your card number and transaction details ready.
  • You can also file a dispute through your Chase account online or in the mobile app without calling.
  • Chase investigates most disputes within 10 business days and notifies you by mail of the outcome.
  • Unauthorized charges are often resolved in your favor, but merchant errors and billing disputes may require documentation from you.
  • If Chase denies your dispute, you can escalate to your bank's ombudsman or file a complaint with the Consumer Financial Protection Bureau.

What information you need before calling

Gather these details before you dial so the conversation moves quickly. You'll need your Chase credit card number (the full 16-digit number), the date the charge appeared on your statement, the merchant or business name, and the dollar amount. If you know why the charge is wrong — for example, you never received the item, the merchant charged you twice, or you didn't authorize it — have that explanation ready in a sentence or two.

If the charge is for an online purchase, have your order confirmation email or receipt number handy. For in-person charges you didn't make, note the location and time if you remember them. The more specific you are, the faster the representative can open your case.

How the dispute process works after you call

Once you report the dispute, Chase assigns it a case number and sends you a written confirmation in the mail within a few days. During the investigation period — usually 10 business days — Chase contacts the merchant to ask for proof of the transaction. If the merchant can't prove they charged you correctly, Chase credits the amount back to your account, often within two to three weeks.

If the merchant provides documentation that supports the charge, Chase may deny your dispute. You'll receive a letter explaining their decision. Some disputes take longer if the merchant disputes Chase's request or if additional documentation is needed from you.

Disputing a charge online or in the Chase app

You don't have to call to start a dispute. Log into your Chase account online or open the Chase Mobile app, find the transaction you want to dispute, and select "Report as Unauthorized" or "Dispute This Transaction." The app or website will walk you through a series of questions about what went wrong. You can upload photos of receipts or documentation directly in most cases.

Filing online creates the same case as calling does, and Chase will still investigate and mail you results. Some people prefer this method because you have a written record of what you submitted, and you can dispute multiple charges at once without waiting on hold. However, you won't get a case number until after you submit, whereas calling gives you one when ready.

What happens if Chase denies your dispute

If Chase investigates and decides the charge was valid, they'll send you a letter explaining why. You have the right to request that Chase reconsider, and you can provide additional evidence — for example, emails from the merchant admitting an error, or proof that you returned an item. Send this to the address listed in the denial letter within 30 days.

If Chase still denies your dispute after reconsideration, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. You can also contact your state's banking regulator or ask to speak with Chase's ombudsman, though this is a slower process. Document everything: keep copies of all letters from Chase, your original dispute case number, and any communication with the merchant.

Disputes for unauthorized charges versus billing errors

Chase treats unauthorized charges (ones you didn't make) differently from billing errors (wrong amounts, duplicate charges, or items you returned). Unauthorized charges are usually resolved in your favor within two to three weeks because federal law protects you from fraudulent transactions. You may see a temporary credit while Chase investigates.

Billing errors — like a merchant charging you $150 instead of $15 — require more documentation. Chase will ask you to prove the error, which might mean providing your receipt, order confirmation, or a written statement from the merchant. These disputes can take longer because Chase needs to verify what you're claiming against what the merchant's records show.

When to dispute versus when to contact the merchant directly

If you recognize the merchant and think it's a straightforward mistake — you were charged twice, or the amount is wrong — you can try calling the merchant first. Many will reverse the charge when ready if you explain the error. This is faster than a formal dispute and doesn't create a case file.

File a dispute with Chase if the merchant won't respond, refuses to fix the error, or if you don't recognize the charge at all. Don't wait too long: Chase has time limits on disputes, usually 60 to 120 days from when the charge appeared on your statement, depending on the type of error. If you're unsure whether to call the merchant or Chase first, calling Chase's dispute line won't hurt — they can advise you on the fastest path.

Frequently Asked Questions

How long does it take to get my money back after I dispute a charge?

Chase typically investigates within 10 business days and mails you the result. If the dispute is in your favor, you usually see the credit within two to three weeks. Unauthorized fraud cases often move faster. If Chase needs more information from you, the timeline extends.

Can I dispute a charge if I authorized the purchase but changed my mind?

No. Disputes are for unauthorized charges, billing errors, and items you didn't receive. If you bought something and regret it, you'll need to contact the merchant directly to request a return or refund. Chase won't overturn a charge just because you changed your mind.

What if the merchant is out of business or won't respond to Chase?

If the merchant is closed or doesn't respond to Chase's investigation request, Chase often credits the amount to your account. Merchants have a important date to provide proof of the transaction; if they miss it, the dispute is usually resolved in your favor.

Do I have to pay the disputed amount while Chase investigates?

No. You can dispute the charge without paying it. If Chase determines the charge was valid, you'll owe the amount then. For unauthorized fraud, Chase often issues a temporary credit while they investigate, so you won't see the charge on your next bill.

Can I dispute a charge more than once if Chase denies it the first time?

Yes, you can request reconsideration if you have new evidence. Send additional documentation to the address in Chase's denial letter within 30 days. After that, your options are filing a complaint with the CFPB or contacting your state banking regulator.